To improve the quality of customer service provided to our current and prospective students.
Objective
Improve Student Service
A new card swiping system will implemented to track students that come into the VRC. We anticipate this system will tell us more about the students, why they are visiting us and the number coming in for various reasons.
KPI
Card Swiper System
This will be the baseline year for the card swiper system in our office. This system will tack the student, each time they visit and the reason for the visit. We also hope to use this system to track phone calls as well. This will allow us to know who the student has spoken with and why, which will allow us to better assist the student. Knowing the reasons for students needing help will also point out weak areas in which training is needed or consumer information updates are needed. With this new system we will run weekly and monthly reports to target areas needing immediate attention. We do not have any hard numbers at this time since this is the first year this new system will be implemented. We will use this information to set goals for the next assessment cycle.
Result
Card Swiper System
Due to unforseen circumstances SHSU was unable to purchase new software for the card swiper systerm. No results availabe for this KPI.
Action
No Further Action At This Time
SHSU was not able to purchase the card system at this time. The IT department is considering developing a internal system along with the other projects they have at this time. There is no time frame on this just yet. We will add this objective to a future cycle once a new card swiper system is either purchased or developed.
Goal
Technology Enhancement
To utilize Banner software features and functionality to increase efficiency and improve the Hazlewood act award process.
Objective
Paperless Processing
Increase efficiency by reviewing electronic documents rather than hard copies for the verification process.
KPI
Increase Number Of Files For Hazlewood Processing
We are taking the steps to implement a paperless process for Hazlewood students. The paperwork at this time would still have to be filled out and printed but we will store the documents within Banner. This will also allow us to get rid of the two filing cabinets that we currently hold in our space for the Hazlewood students. Also students will now be able to turn in Hazlewood requests even if they do not have everything that is required. In the past students would submit paperwork to us that was incomplete and we would have to shred it since it was incomplete and did not have a system where would could track everything. Once the student got everything they needed they would have to resubmit all paperwork. Now they will not have to do this. This will increase efficiency, reduce delays and mistakes, and increase the number of files completed for verification. With less time needed to process paperwork, our staff will be able to spend more time personally contacting students who need to make corrections to their files.
Result
Processing
We have selected the Hazlewood students as the first benefit to implement the paperless processing. We will still take in documents but we will scan the files to the SAMID of the student within RRAAREQ.
Action
Hazlewood Processing
We have selected the students that use Hazlewood for the paperless processing in regards to approving them through SHSU. We have built the codes with the banner field RRAAREQ and will run reports to complete the students that have turned in there paperwork.